Help Desk Specialist-Senior

Roles / Responsibilities :

• Utilize knowledge and technical expertise of computer systems and general network and infrastructure administration skills to perform hardware configuration management system testing software upgrades troubleshooting and provide quality end-user support.
• Utilize ticketing systems to answer user questions solve desktop / laptop and computing issues if necessary direct support calls to the appropriate technical team member for resolution.
• Provide telephone and online remote software / computer troubleshooting support for local and offsite users to resolve network computer and software issues.
• Provide desk-side assistance including troubleshooting and replacing desktop and peripheral equipment.
• Apply diagnostic techniques to identify problems investigate causes and recommend solutions.
• Ensure all tickets worked to include clear documentation of the problem solution end-user identity completion time end-user satisfaction and other technical metrics.
• Analyze and assess equipment and performance degradation including determination of hardware software and / or other technical changes necessary.
• Provide assistance in maintaining inventory control and location records of State-owned IT equipment software and disposal of property as required.
• Collect statistics on hardware software system problems security incidents maintenance service calls and user base.
• Provide daily and weekly status reports of ongoing efforts.
• Adhere to all security change control and MHBE Project Management Office (PMO) policies processes and methodologies.

Mandatory Skills :

firewalls or servers.

Desirable Skills :

Experience with using ServiceNow IT Service Management suite or equivalent.

Key Skills

user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support

Employment Type : Full Time

Experience : years

Vacancy : 1